Section one: Contracting authority
one.1) Name and addresses
Dundee City Council
Dundee City Council, Procurement, Dundee House, Floor 4, 50 North Lindsay Street
DUNDEE
DD1 1NZ
Contact
Claire Petrie
claire.petrie@dundeecity.gov.uk
Telephone
+44 1382433417
Country
United Kingdom
NUTS code
UKM71 - Angus and Dundee City
Internet address(es)
Main address
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00220
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES
Reference number
DCC/IT/259/23
two.1.2) Main CPV code
- 72222300 - Information technology services
two.1.3) Type of contract
Services
two.1.4) Short description
Implementation of Omnichannel Services
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £142,664
two.2) Description
two.2.2) Additional CPV code(s)
- 72222300 - Information technology services
two.2.3) Place of performance
NUTS codes
- UKM71 - Angus and Dundee City
Main site or place of performance
Dundee City
two.2.4) Description of the procurement
The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council.
The preferred supplier or suppliers will be called upon to provide various levels of assistance.
The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required.
The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence.
The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.
two.2.5) Award criteria
Quality criterion - Name: ChatBot/WebChat Requirements / Weighting: 33
Quality criterion - Name: Conversational Automated Intelligence Requirements / Weighting: 32
Quality criterion - Name: Technical Requirements / Weighting: 10
Quality criterion - Name: Out of the Box Capability / Weighting: 10
Quality criterion - Name: Account Management and Support / Weighting: 10
Quality criterion - Name: Community Benefits / Weighting: 2.5
Quality criterion - Name: Fair Work First / Weighting: 2.5
Price - Weighting: 20
two.2.11) Information about options
Options: Yes
Description of options
Option to extend for 2 further years
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-034931
Section five. Award of contract
Contract No
DCC/IT/259/23
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
7 May 2024
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from other EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Digital Modus Ltd
Winton House, Winton Square
Basingstoke
RG21 8EN
Telephone
+44 8000886080
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £142,664
Section six. Complementary information
six.3) Additional information
Option to extend for a further 2 years
(SC Ref:803908)
six.4) Procedures for review
six.4.1) Review body
Dundee Sheriff Court
6 West Bell Street
Dundee
DD1 9AD
Telephone
+44 1382229961
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Scottish Courts Service
Saughton House, Broomhouse Drive
Edinburgh
EH11 3XD
Telephone
+44 1314443300
Country
United Kingdom